Description
The Client Services Manager will provide strategic client oversight with a mission to drive sustained long-term growth by building meaningful client relationships. The CSAM will drive revenue expansion by identifying upsell opportunities as well as operational gaps to drive process improvement and client satisfaction. A successful CSAM understands all products and services provided by QuickBox, manages client expectations, and coordinates activities both internally and externally using established processes, KPIs, and policies to ensure our services are delivered with impeccable service.
Requirements
Essential Duties & Job Functions:
- Client Management: Ability to strategically manage all aspects of client relationships and communication, providing excellent service and maintaining client satisfaction through critical problem-solving and decision-making skills.
- Account Strategy: Engage key accounts consultatively, responding to specific inquiries, vetting potential trends, and recognizing and proactively addressing potential issues.
- Performance Monitoring: Document and track internal metrics according to client SLAs to drive performance. Provide recommendations and implement improvement plans to ensure client satisfaction. Monitoring client volumes, understanding peaks and valleys. Effectively communicate and forecast anticipated volumes to internal teams. Provide ongoing client-facing program summaries, business reviews, analysis, recommendations, PO trending, etc., and assist clients in realizing the value of contracted services.
- Client Advocacy: Advocate for clients across operational departments and make proactive recommendations to gain economic and operational efficiencies on behalf of the client and Quickbox.
- Operational Support: Understand the impact of client needs on operational departments and the effect on planned labor and resources.
- Sales Support: Ability to recognize upsell opportunities and collaborate with internal departments as needed to drive growth
- Other job duties are required as assigned.
Job Qualifications Mandatory:
- Education: Bachelor’s degree or equivalent work experience as a Client Success Manager, Key Account Manager, or similar.
- Experience: Experience in key client management, building relationships, operations management, logistics, and/or e-commerce fulfillment
- Problem Solving: Superb critical thinking and strategic problem-solving skills. Ability to identify, analyze, and resolve client issues and challenges effectively.
- Quality: Strives to eliminate errors, seeks opportunities for process/service improvements.
- Accountability: Self-starter with excellent follow-through. Maintains accountability and ownership of all client-related deliverables and service level requirements. Drives issues through to resolution.
- Communication: Excellent written and verbal communication skills, with the ability to effectively communicate with both internal and external teams.
- Teaming: Ability to work effectively within a cross-functional team environment, contributing ideas and receiving feedback in a collaborative environment.
- Technical Skills: Proficiency in CRM software, WMS software, Microsoft Office Suite, and other relevant tools. Experience with Outlook, Excel, an Powerpoint a must.
- Organizational Skills: Ability to handle multiple high priorities simultaneously while being detail-oriented, logical, and methodical in approach. Extremely organized but has the ability to adapt well.
- Comprehensive benefits including health, dental, and vision coverage.
- 401(k) with 4% company matching.
- Generous paid time off and holiday schedule.
- Professional development and training opportunities.
Quickbox is committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or other protected characteristics. We encourage candidates to apply even if they don’t meet every listed requirement—your unique perspective may be exactly what we need!
